IT Maintenance and Support Specialist II

Rochester Housing Authority • Rochester, NY

2d • $23 - $36

About The Position

Employees in this classification support routine operations and problem resolution for computing and communications functions at the Rochester Housing Authority. Work may take place in technical support, IT operations, Help Desk, similar environments, and in the field where equipment is located. The position troubleshoots and resolves operating system, OSI layer 1–3 network, application, and hardware-related connectivity and integration issues, and maintains client access to cloud-based, local, and mobile computing applications. Daily non-project tasks are driven by user-submitted service requests. Related work is performed as required. Non-traditional and on-call work hours may be required for special projects. The position reports directly to the IT Director.

Requirements

• High school diploma or equivalent.
• Two years of paid full-time experience, or its part-time equivalent, in computer systems support.
• Possess a Class D New York State Motor Vehicle Operator's license at appointment and maintain it throughout tenure in the title.
• Knowledge of supporting modern workstations, servers, and operating systems.
• Knowledge of network devices and their functions, TCP/IP protocol, subnetting concepts, and basic troubleshooting.
• Skill in interfacing with users and co-workers.
• Skill with imaging devices, deploying them, and managing them remotely.
• Skill in prioritizing workload assigned by management and Help Desk requests.
• Ability to handle private, proprietary, and confidential information appropriately.
• Ability to support a mobile-enabled user base, including mobile computers, tablets, and cellular telephones.
• Ability to manage user permissions in accordance with organizational policy.
• Ability to think logically and creatively.
• Ability to possess an entry-level IT industry certification.
• Ability to read and understand modern technical materials.
• Ability to write and maintain procedures and work instructions as they change.
• Ability to work collaboratively and independently, manage time, meet deadlines, and communicate schedule slippage proactively and openly.
• Ability to manage and maintain an asset tracking system.
• Knowledge of and active compliance with Rochester Housing Authority and department practices and procedures.
• Knowledge and active application of industry-accepted and adopted security standards and procedures.
• Knowledge of the organization's technical environment, including network operating systems, hardware and software, building sites, and telecommunications systems.

Responsibilities

• Evaluate, recommend, and implement resolutions to hardware, software, network, and connectivity issues.
• Evaluate computing, telecommunication, and network performance and recommend improvements.
• Install, configure, and deploy a variety of hardware and software systems.
• Manage and maintain the technology ticketing system.
• Research and recommend solutions for a variety of hardware and software.
• Write and maintain department-wide procedures and work instructions.
• Support user access to cloud-based, local, and mobile computing applications.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED